The Imperial Hotel Case Study

Running head: THE IMPERIAL HOTEL CASE STUDY
THE IMPERIAL HOTEL CASE STUDY
Name of the Student:
Name of the University:
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1THE IMPERIAL HOTEL CASE STUDY
Executive Summary
The purpose of this report is to come up with an effective strategy plan regarding the
high staff turnover issue in The Imperial Hotel, London. The report outlines that the main
reason for this is poor work culture and lack of employee satisfaction. The report summarizes
that Elton Mayor’s human relations theory must be applied to the case. Recommendations
include taking feedbacks from the employee regarding their complaints about the workplace,
formulating HR policies about good behaviour to employees and appreciating employees at
regular intervals. The report mentions that the challenge however lies in coping up with the
abrupt change in the work culture of the hotel’s operations.

2THE IMPERIAL HOTEL CASE STUDY
Table of Contents
Introduction................................................................................................................................3
Discussion..................................................................................................................................3
Review of the issue................................................................................................................3
The planning...........................................................................................................................5
Implementation, recommendations and benefits....................................................................7
Conclusion..................................................................................................................................9
Bibliography.............................................................................................................................10

3THE IMPERIAL HOTEL CASE STUDY
Introduction
The hotel industry is one of the harshest industries in the world (Hsieh 2017). Any
hotel is never out of challenges, since the need for constant development according to the
changing market and environmental dynamics in the industry keep managers on their toes to
anticipate their next move to stay competitive. Such has been the case with The Imperial
Hotel. The Imperial Hotel is a luxury five star hotel in London, which provides its guests with
all sorts of facilities, starting from an exotic swimming pool to large conference rooms and en
suite facilities. However, recently the challenges regarding the sustainable development of
the hotel has been at stakes. The previous manager has retired from his job, putting Peter
Farnsworth as the new manager. He has recognized five particular problems regarding the
functioning and operations of the hotel. These problems are namely poor guest satisfaction,
poor staff turnover, poor work culture, inefficient use of IT systems and poor back office
operations. The hotel has also been going under renovation, which suggests that for the next
two years, at least 60 rooms will be unavailable at any point of time. This has further
pressurized the development of the hotel amidst the other rising problems within its
operations. This report will be focusing on the second problem, which is poor staff turnover,
and aim to apply management theories to come up with an effective solution to it. The
discussion in the report will be involving a three point plan, which is the review of the issue,
the solution and recommendation for the issue and the implementation and benefits of the
issue.
Discussion
Review of the issue
This particular issue which the hotel has been facing in the recent years is related to
staff turnover rates. Staff turnover rates refers to the percentage of staffs in an organization